The intermediate layer refers also to the applications built on the top of the infrastructure, but compared to the interface layer, the intermediate approach seeks to construct novel
applications by engaging more closely with the infrastructure. In contrast to surface- and interface approaches, where they accept the infrastructure as it is and thus are still dependent on the allowed capabilities provided by the infrastructure, the intermediate layer attempts to take more proactive actions. Edwards et al. [14] refer to context-aware computing, tangible computing, flexible document management and distributed user interfaces as the works of HCI to construct new types of applications which can overcome the limitations of existing infrastructure. They present a couple of methods including top-down manner and proxies as new infrastructure technologies and processes which can be applied to the intermediate approach. A top-down manner indicates to push down pre-identified user needs into the infrastructure. However, if the infrastructure needs to be built beforehand, multiple
lightweight prototypes could be made as proxies of applications which could perform upon the infrastructure. Although the intermediate approach engages more with the infrastructure the development of novel application is still dependent on the underlying infrastructure.
8.3.1 Why top-down manner did not work in Hill Care+
The infrastructure of Hill Care+ was constructed adopting a top-down manner. User-facing needs were identified first, and they were interpreted into functional requirements which the UWF and Solid construction should fulfill in the construction of Hill Care+. The applications delivered to Hill Care+ were standard products and the desired functionalities were abstracted out and adapted to the infrastructure of Hill Care+ afterward. Since Hill care+ was
constructed with the smart home technologies integrated it did not have any legacy or old infrastructure which might not support certain applications. However, such top-down
approach did not ensure good usability of smart home technologies in Hill Care+. As Edward et al. [14] assume, the top-down approach can succeed only if the applications were built and evaluated ensuring a good fit with human needs and capabilities. The thermostats and the BAS program were developed as a standard product and adapted to Hill Care+, fulfilling the functional requirements. In this study, however, it was not investigated what design process and user-testing the vendors of the thermostat and the BAS have conducted. Upon the
80
observed use of smart home technologies in Hill Care+ the fulfilled capabilities of those delivered products cannot be said to fit the user needs. It is, thus, in question how to bridge the gap between the user needs and the functionalities, and in the current situation between user understanding and the available functionalities.
8.3.2 How to interpret usability needs into functional requirements
The operation team has emphasized the importance of a better competence in the
procurement process for upcoming Care+ projects. They have to comprehend what features are necessary and proper both for the residents, the caretakers and for themselves. It is not sufficient to merely fulfill the standard requirements from the municipality, as they are the minimum requirements. That is, the standard requirements secure the minimum
functionalities, but they do not ensure the best design and a good user experience in Care+
buildings.
As discussed in the previous section, the functional requirements reflect identified user needs.
However, they merely ensure the required functionalities to be implemented, but does not guarantee that the capabilities provide the residents with a positive user experience which gives them a feeling of control over the technologies. However, it is not simple to translate non-functional aspects which could influence usability and user experiences into general functional requirements. There are numerous aspects which form good usability and positive user experiences and they vary depending on the user groups and the context where they are placed.
It is regarded worthwhile for the operation team to attempt to take non-functional aspects, such as usability or user experience goals, more into consideration in the process of
specifying the standard requirement by organizing a multi-disciplinary team which includes not only engineers of technical infrastructure, but also HCI experts who have specialized in, for instance, usability engineering, user experience or interaction design. Such a team could assist the UWF to transform the standard functional requirements into ones which meet not only utility goals but also usability goals. However, this process requires a lot of resources from the UWF. They have limited resources which must be distributed on the entire process, including the construction process that would demand the largest expenses, which makes it challenging to make a large investment early in the planning process.
81
8.3.3 Trial operation as user testing and final adjustment
Even though it is challenging to make changes to the physical applications procured, it is still possible to enhance the user experience in the smart home by minimizing the negative
interaction effects [26] caused by implemented heterogeneous components. The malfunction of the heating installation in Hill Care+ could have been prevented if the problems were discovered during the trial operation.
The current requirement specification demands that all the installations should function from the very first day of opening. The manager of the service department in Solid construction emphasized that the original purpose of the trial operation is to adjust the technical
installations according to the user needs. All the construction work should be completed before the trial operation starts and the only work to be conducted during the trial operation is to tune in the installations for optimal use. However, it is often used for a troubleshooting process for fixing small malfunctions right before the building is delivered to the client.
Unlike the digital products, most of the smart home technologies are hardware products and they are not easily changeable after they are mounted and installed. The only way to make changes is to adjust how they behave. It is not the most proactive way to improve the
usability of smart home technologies in the building, but the trial operation should enable the users of the smart home to adjust and tune the behavior of the smart home technology to better suit their needs and preferences. Various coordination settings of the heterogeneous components in smart homes could be tested to figure out how they work together and what feedback they provide.
To carry out a successful trial operation, the manager of the service department in Solid construction proposed to keep a close dialog with the client, the contractors and the users of the building. The contractors should provide explanations on the technical installations, demonstrate them, and correct the errors if there is any malfunction. The operation team and the users of the building have to understand what technologies are implemented in the building, how they operate, and express their preference on the settings of operation. Then the service technicians can regulate and adjust the installations and the operation team could ensure the quality of the delivered technology and retain the preferably adjusted settings and keep the quality.
82